Union Files Grievance Over Increased Workload on Transatlantic Routes
LONDON — Flight attendants at American Airlines are demanding additional compensation after a catering disruption at London Heathrow Airport significantly increased workloads on transatlantic flights, according to a formal grievance filed by their union.
The Association of Professional Flight Attendants (APFA) said the airline’s operational changes—triggered by the suspension of a key catering contract—have forced crew members to work under more complex and unpredictable conditions without corresponding increases in staffing or pay.
The grievance underscores mounting pressure on airline operations at one of the world’s busiest international hubs, where disruptions can ripple across global networks.
Catering Disruption Forces Operational Changes
The issue stems from American Airlines’ decision last month to suspend its long-standing catering provider at Heathrow. While the airline has not publicly detailed the reason, reports have pointed to potential hygiene concerns at the supplier’s facilities.
In response, the carrier implemented “double catering,” a workaround in which flights departing the United States carry enough food for both outbound and return journeys. While effective as a temporary fix, the approach is rarely used on long-haul routes due to logistical constraints.
Aircraft galleys have limited storage capacity, and maintaining food quality across two full flight cycles presents operational challenges. For flight attendants, however, the impact has been immediate and substantial.
Crew members are now responsible for handling increased provisioning loads, adapting to revised service flows, and managing inconsistencies in onboard offerings—all while maintaining standard service expectations.
“The added burden from double provisioning and modified service flows has created a significantly increased workload,” the APFA said in a memo to members. The union emphasized that employees are performing more demanding duties “under more difficult conditions” without any adjustment in compensation.
Partial Relief Through British Airways Partnership
To stabilize operations, British Airways has stepped in with a partial solution, leveraging its existing catering partnership with Do&Co. The arrangement currently supports Business Class meals and the first meal service in Premium Economy on American Airlines flights departing Heathrow.
However, gaps remain. Economy Class catering and subsequent Premium Economy services continue to operate under modified conditions, leaving flight attendants to manage inconsistent service delivery across cabins.
American Airlines has not confirmed whether the temporary agreement with Do&Co will become permanent, nor has it provided a timeline for securing a long-term catering solution.
High Stakes at a Key International Hub
The disruption carries significant operational weight given American Airlines’ scale at Heathrow. The carrier operates up to 19 daily flights between London and nine U.S. cities, accounting for nearly a quarter of all transatlantic seat capacity at the airport.
In 2024 alone, the airline transported approximately 14.5 million passengers between the United States and London, making Heathrow one of its most critical international gateways.
Any breakdown in ground services at this scale affects not only onboard service quality but also crew scheduling, turnaround times, and overall passenger experience.
Passenger Experience Shows Mixed Impact
Despite the operational strain, one aspect of the disruption has drawn positive feedback: premium cabin catering. Early passenger responses to Do&Co’s Business Class meals have been favorable, suggesting an improvement over previous offerings.
Still, the broader passenger experience remains uneven, particularly in Economy Class where service adjustments continue.
For flight attendants, the situation remains unresolved. The APFA’s grievance signals a growing labor concern that could escalate if operational challenges persist without compensation adjustments.
American Airlines said it is working to stabilize its catering operations at Heathrow but has not announced a definitive resolution timeline.
